Paying for my handset

[Emma86]

Please can somebody help me, I’ve been paying £53 a month for the last two years for my iPhone contract. I recently found out my contract ended in November 2019 but I have continued to pay the £53 a month. I was under the impression that £53 is split into two, some for the device and some for the tariff is this correct? I’ve tried to talk to them to ask why I’ve been paying the same amount for the last six months despite paying off my handset back in November but they won’t answer my question they just keep offering me deals for an upgrade. Please tell me I’m not going crazy?

[Cleoriff]

@Emma86 

Your handset is paid. You should ONLY be paying for the airtime.

You need to contact customer services and tell them

Guide: Coronavirus Community Help and Support 

Or upgrade to a sim only which will end your contract and leave you with a better deal.

[Emma86]

I knew I wasn’t going crazy, thank you. I kept asking her the same thing and she wouldn’t answer my question. I might have to call back and ask to speak to somebody else!

[O2Stacey]

Hi @Emma86 

This only happens if you are on a Refresh plan brought directly from O2 (not a third party). You would have 2 seperate direct debits, one for device and one for airtime. After your contract term is over the direct debit for the device will automatically stop, and you woud just continue to pay the airtime. If you only have one direct debit you will not be on a Refresh plan therefore your price woud not have reduced. You can log onto My O2 and upgrade to a sim only plan to make it cheaper. 

Guide: How does O2 Refresh work? 

Hope this helps 

Stacey  

[MI5]

@Emma86 

That only applies to refresh contracts.

If you didn't buy directly from O2 you will be on a standard contract and will continue paying the same unless you upgrade. Guide: How does O2 Refresh work? 

[Cleoriff]

@Emma86 

Or choose to UPGRADE to a sim only contract. This will end your current one

https://www.o2.co.uk/shop/sim-cards/sim-only-deals#deviceType=phone&contractLength=P12M 

[Cleoriff]

@Emma86 

Out of interest, where did you get your contract from?

[Emma86]

Ok so this makes much more sense, if only the last on the phone would have told me that. She told me I was paying £20 a month for my handset. I believe I went through the **** gone warehouse. Thanks for your help, I understand it now!

[Emma86]

This makes sense now, if only I could have got the same answer on the phone. Thank you.

[Emma86]

Car phone warehouse*